Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are looking for a dynamic and analytical Senior Capacity Planner with strong client-facing skills to join our Workforce Management team. This role will play a key part in driving operational efficiency through precise capacity planning while also serving as a strategic partner to external clients. The ideal candidate will possess a deep understanding of workforce dynamics, strong forecasting and planning capabilities, and the communication skills necessary to translate insights into impactful client conversations.
As Senior Capacity Planner, You Will…
• Develop short, mid, and long-term capacity plans in line with forecasted demand, productivity, attrition, and hiring inputs.
• Serve as the primary WFM point of contact for client interactions, presenting plans, reports, and recommendations regularly.
• Collaborate with client-side and internal stakeholders to align on forecast assumptions, business changes, and service level expectations.
• Present capacity models and staffing strategies during client governance calls, QBRs, or ad hoc reviews.
• Partner with internal teams (HR, Operations, Recruitment, Finance) to ensure seamless execution of capacity plans.
• Build robust “what-if” scenarios to model the impact of changes in demand, headcount, and shrinkage.
• Identify operational gaps or risks and proactively escalate with clear data-backed insights.
• Maintain high standards of reporting accuracy and transparency in all client-facing documentation and presentations.
As Senior Capacity Planner, You Need…
• Bachelor's degree in Mathematics, Statistics, Business, Engineering, or related fields (Master’s preferred).
• BPO Experience of 4-5 years minimum.
• 2 to 3 years’ experience working as a front-line Capacity Planner - Voice, Email, Chat, and SMS channel.
• Proficiency utilizing NICE IEX Workforce software.
• Working Knowledge of AWS, Salesforce preferred.
• Experience with analytics platforms or languages (SQL, Tableau, Power BI, R, Python) is considered an asset.
• Excellent communication and presentation skills to effectively articulate findings and recommendations to stakeholders at various levels.
• Ability to work independently and manage multiple projects simultaneously.
• Excellent analytical, problem-solving, and communication skills.
• High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder management and the ability to translate data into actionable insights.
